IT Service Desk Analyst – Government & AV Support

Thinkstream; Brisbane; On-site; AUD 60,000 - 80,000; Full time

Job summary

Thinkstream is seeking an experienced IT Service Desk Analyst to join our team supporting a Federal Government client from Brisbane.

You will act as the first point of contact for ICT issues, providing frontline support for desktop systems, hardware, software and end-user equipment, plus onsite AV event support.

This role requires strong problem-solving, customer service focus and the ability to work within ITIL processes and security requirements in a distributed team.

Qualifications

• Experience providing Level 1 IT Service Desk and onsite ICT support.
• Strong technical proficiency across desktop systems, software and peripherals.
• Excellent communication with technical and non-technical users.
• Familiarity with ITIL-based service management.
• Ability to work independently and manage competing priorities.

Responsibilities

• Provide responsive Level 1 IT Service Desk support and incident resolution.
• Diagnose and resolve ICT incidents across desktops, software and peripherals.
• Log, categorize and track service desk activities using ITIL principles.
• Install, configure and maintain SOE desktop hardware and mobile devices.
• Provide onsite ICT support for meetings, events, AV and video conferencing.
• Support digital courtroom environments with setup and troubleshooting.
• Perform basic multimedia editing and quality assurance as needed.
• Ensure ICT activities comply with Australian Federal Government security requirements.
• Collaborate with team and share knowledge for continuous improvement.
• Work effectively within a geographically dispersed team.

Skills

IT Service Desk

Onsite ICT Support

ITIL

Customer Service

Problem Solving

Job description

Company Description
Thinkstream is an information technology delivery and consulting firm with offices based in the ACT and QLD. Our focus is on delivering outcomes for our clients by taking a proactive, yet considered approach. We foster genuine partnerships with our clients and are committed to consistently delivering results and overcoming challenges no matter how difficult the environment.

Role Description
Thinkstream is seeking an experienced IT Service Desk Analyst to work with a Federal Government client. As the first point of contact for ICT issues, you will provide frontline support to users across systems, hardware, software and end-user equipment.
The role requires strong technical and problem-solving skills, a customer-focused approach and the ability to manage competing priorities. You will also provide onsite technical support, including support for meetings, events, audio visual technologies and digital courtroom environments.

Key Responsibilities

• Provide responsive and high-quality support for service requests and incident resolution activities.
• Investigate, diagnose and resolve ICT incidents and service requests across desktop systems, applications and peripheral devices.
• Manage and track service desk activities using ITIL-based principles and practices, ensuring accurate logging, categorisation and timely resolution.
• Install, configure and maintain equipment within the Standard Operating Environment (SOE), including desktop computers, laptops, printers and mobile devices.
• Provide professional onsite ICT support, including face-to-face assistance for complex technical issues.
• Support meetings and events requiring AV and video conferencing technologies.
• Provide technical support for digital courtroom environments, including the setup, operation and troubleshooting of technology used for the digital presentation of evidence and related material.
• Undertake basic multimedia editing, including video and audio file conversions, basic editing and quality assurance.
• Ensure ICT support activities comply with relevant Australian Government security requirements, policies and procedures.
• Collaborate with team members, share knowledge and contribute to continuous improvement initiatives.

Skills and Experience

• Experience providing Level 1 IT Service Desk and onsite ICT support.
• Demonstrated technical proficiency across a broad range of IT systems, hardware and software.
• Strong investigative and analytical skills with the ability to diagnose and resolve ICT issues efficiently.
• Strong written and verbal communication skills, with the ability to communicate effectively with technical and non-technical users.
• Strong customer service focus and the ability to work collaboratively within a geographically dispersed team.
• Ability to manage competing priorities, progress work independently and meet deadlines.
• Ability to learn quickly and adapt to new technologies and systems.
• Ability to respond positively to change and uncertainty.
• Demonstrated ability to develop practical solutions to technical issues.
• Experience working within ITIL-based service management practices.
• Ability to work effectively in a remote team environment.

Other Requirements
The successful candidate must be an Australian Citizen and will be required to meet relevant Federal Government security requirements.

If you fit the above criteria, please submit your resume outlining your relevant experience and availability. A Thinkstream representative will be in touch to discuss your application.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .